Tech-Savvy Ops & Customer Support Leader

Christina Williams

[Marion, IA, ***** ] [ 319-***-****] [ ***************@*****.***] [https://www.linkedin.com/in/christina-williams-b170b6409/]

PROFESSIONAL SUMMARY

Accomplished Operations and Customer Support Professional with over 20 years of experience driving efficiency across remote technical support, administrative management, and client relations. Proven track record of navigating complex digital interfaces, managing ticketing lifecycles, and maintaining elite data entry accuracy. Expert in customer de-escalation, rapid technical troubleshooting, and utilizing modern collaboration tools to optimize daily workflow productivity in remote environments.

CORE COMPETENCIES

●Customer & Tech Support: Omnichannel Support (Phone, Email, Chat), Technical Troubleshooting (Phone/Internet/Cable), De-escalation & Dispute Resolution, First-Contact Resolution (FCR)

●Operations & Administration: CRM Administration, High-Speed Data Entry, Logistics & Service Scheduling, Cross-Functional Coordination, Process Optimization

●Platforms & Software: Zendesk Ticketing & CRM, Microsoft Teams, MS Office Suite (Excel, Word), Windows OS, Database Documentation

PROFESSIONAL EXPERIENCE

SPARKLIGHT / CABLEONE Remote

Technical Support & Customer Service Representative April 2022 – May 2026

●Troubleshot and isolated complex phone, internet, and cable connectivity infrastructure issues for a diverse remote client base using digital diagnostic software.

●Documented technical resolutions, client pain points, and software ticket outcomes with 100% data entry accuracy within the Zendesk platform.

●Maximized first-contact resolutions (FCR) by leveraging internal knowledge bases and Zendesk macros to solve inquiries efficiently, minimizing customer callbacks.

●Collaborated with cross-functional remote teams via Microsoft Teams to share real-time service updates, streamline workflows, and resolve complex account issues.

SECURITY COVERAGE Cedar Rapids, IA

Technical Support Representative February 2018 – March 2022

●Diagnosed system discrepancies and navigated administrative interfaces to process a high volume of remote user technical tickets within Zendesk.

●Engineered detailed technical documentation for hardware, network, and phone outages, ensuring precise data capture for senior engineering groups.

●Utilized Microsoft Teams to coordinate daily administrative operations, technical triage workflows, and maintain constant alignment with office leadership.

●Coordinated and scheduled technical field service dispatches, ensuring correct problem classification to streamline onsite repairs and maximize customer satisfaction.

KUM & GO Cedar Rapids, IA

Sales Manager September 2016 – January 2018

●Supervised daily store operations, managing clerical checklists, supply chain logistics, and high-traffic shift coordination to sustain maximum productivity.

●Audited financial books, processed vendor orders, and managed strict inventory counts utilizing precise data entry software to maintain zero financial variance.

●Drove revenue growth by executing tailored upselling strategies while delivering exceptional face-to-face customer service and dispute resolution.

US CELLULAR CALL CENTER Cedar Rapids, IA

Customer Service Representative January 1999 – January 2008

●Handled high-volume customer inquiries regarding billing structures, payment processing, and product coverage metrics with an elite level of accuracy.

●Rebuilt fractured client relationships by resolving complex account disputes and escalating critical infrastructure concerns using targeted problem-solving frameworks.

●Co-led training and onboarding classes for incoming personnel, creating administrative support modules in internal systems to accelerate employee ramp-up time.

GC SERVICES Cedar Rapids, IA

Customer Service Rep / Long Distance & TTY Operator January 1994 – January 1999

●Operated advanced TTY communications equipment requiring exceptional typing speed and precision, delivering critical, real-time communications for hearing-impaired clients.

●Executed rapid database data entry and connected complex international directory assistance routes under tight time-to-resolution constraints.

●Earned consistent positive monthly performance reviews and consecutive career advancements based on clerical compliance and dedication to service quality.

EDUCATION

Coursework in Criminal Justice GPA: 3.80

Kirkwood Community College, Cedar Rapids, IA

ADDITIONAL INFORMATION

●Work Authorization: Authorized to work in the United States without restriction.

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